REFUND, RETURN & CANCELLATION POLICY
At Mud Plate – The Taste of Freshness, we take great care to prepare, pack and deliver fresh, quality food products to our customers. Because many of our products are food items, including fresh and perishable products, certain products cannot be returned once delivered.
By placing an order through the Mud Plate website, you agree to the terms of this Refund, Return & Cancellation Policy.
- Products Covered
This policy applies to all products purchased through the Mud Plate website, including but not limited to:
- Millet flours and grains
- Whole spices and masala products
- Millet dosa mixes and other instant mixes
- Millet noodles and pasta
- Jaggery powder
- Instant poha and other packaged foods
- Combo packs and other food products
- Returns
Due to food-safety and hygiene considerations, Mud Plate does not accept returns of food products simply because the customer has changed their mind, ordered the wrong product, or does not like the taste of the product.
For fresh and perishable products, returns are generally not accepted after delivery.
However, if you receive a product that is wrong, damaged, spoiled, tampered with, defective, or significantly different from what you ordered, please contact us immediately so that we can investigate and provide an appropriate resolution.
- Eligible Reasons for Replacement or Refund
You may be eligible for a replacement or refund if:
- You received the wrong product.
- A product is missing from your order.
- The product/package was damaged during delivery.
- The packaging is visibly tampered with or unsealed upon delivery.
- The product appears spoiled, contaminated or otherwise unsafe to consume.
- The product received is materially different from the product ordered.
- The product has a manufacturing or packaging defect.
- There is a significant quantity/weight discrepancy, subject to verification.
All complaints are reviewed on a case-by-case basis.
- Reporting a Problem
For damaged, incorrect, spoiled or defective products, customers should contact Mud Plate within 24 hours of delivery.
Please provide:
- Order number
- Customer name and contact number
- Description of the issue
- Clear photographs/videos of the product and packaging
- Photographs of the shipping/delivery package, where applicable
- Any other information reasonably required by Mud Plate to investigate the complaint
For food-safety complaints, customers should not consume the product once they believe it may be unsafe.
Mud Plate may request photographs or other evidence before approving a replacement or refund.
- 5. Replacement
Where a complaint is approved, Mud Plate may offer:
- A replacement of the affected product; or
- A refund for the affected product; or
- Another appropriate resolution mutually agreed with the customer.
- Refunds
If Mud Plate approves a refund, the refund will normally be processed to the original payment method used for the order.
The amount refunded will generally correspond to the affected product or portion of the order, unless the circumstances justify a full-order refund.
Refund processing time may depend on the payment gateway, bank or financial institution.
Mud Plate will not be responsible for delays caused by banks, payment gateways or other third-party financial institutions after the refund has been initiated.
- Cancellation of Orders
Packaged Products
Orders for packaged products may be cancelled before dispatch, subject to the order’s processing status.
Once an order has been dispatched, cancellation may not be possible.
If a cancellation is approved before dispatch, the eligible amount will be refunded to the original payment method.
- Failed or Undelivered Orders
If an order cannot be delivered because of an incorrect address, customer unavailability, refusal to accept the order, or repeated failed delivery attempts, Mud Plate may contact the customer to arrange another delivery attempt.
Where delivery is unsuccessful due to a Mud Plate or delivery-partner error, Mud Plate will review the matter and provide an appropriate resolution.
- Incorrect Address or Contact Details
Customers are responsible for providing an accurate delivery address and valid contact details at the time of placing the order.
Mud Plate will not be responsible for delivery failures caused by incorrect or incomplete information provided by the customer.
If the customer contacts us before dispatch, we will make reasonable efforts to update the delivery details where possible.
- 10. Products Not Eligible for Return
The following are generally not eligible for return or refund due to change of mind:
- Opened food packages
- Used or partially consumed food products
- Products stored improperly after delivery
- Products damaged after delivery due to customer handling
- Products ordered incorrectly by the customer
- Products where the customer simply does not like the taste, texture or flavour
- Products that have passed their stated best-before/expiry date after delivery due to delayed consumption
This does not affect your rights where a product is defective, unsafe, damaged, incorrect or otherwise covered by applicable consumer protection laws.
- 11. Damaged Packaging at Delivery
Customers are requested to inspect the package at the time of delivery whenever possible.
If the package appears severely damaged, open, leaking or tampered with, please photograph the package before opening it and contact Mud Plate as soon as possible.
If the product has been damaged as a result of transportation, Mud Plate will investigate and, where the complaint is verified, provide an appropriate replacement or refund.
- Food Safety Complaints
Customer safety is extremely important to us.
If you believe that a Mud Plate product is unsafe, contaminated, spoiled or otherwise presents a food-safety concern, please stop consuming the product and contact us immediately with your order details and supporting photographs/videos.
Mud Plate will investigate the complaint and take appropriate corrective action where required.
- Promotional Offers and Combo Products
Products purchased as part of a promotional offer, discount, bundle or combo may be subject to specific refund conditions communicated at the time of purchase.
Unless otherwise stated, individual products from a combo or promotional pack cannot be returned separately.
If an eligible refund is approved for a promotional order, the refund may be calculated based on the applicable promotional price rather than the individual product’s standard price.
- Refunds for Unavailable Products
If Mud Plate is unable to fulfil a confirmed order or any part of an order because a product becomes unavailable, Mud Plate may cancel the affected item and refund the applicable amount to the customer.
- How to Contact Us
For refund, return, replacement or cancellation requests, please contact Mud Plate through the customer-support details provided on our website.
Brand: Mud Plate – The Taste of Freshness
Email: mudplategoa@gmail.com
Phone/WhatsApp: +91 8329607696
Website: www.mudplate.in
Business Address: house number 38/1 shop number 13 usmannia apartment Curti Naga masjid Ponda 403401
Please mention your Order Number in all communications regarding an order.
- 16. Policy Changes
Mud Plate may update this Refund, Return & Cancellation Policy from time to time to reflect changes in our business practices, products or applicable laws and regulations.
The updated policy will be published on this page with the revised effective date.
- Important Disclaimer
This policy is intended to clearly explain Mud Plate’s standard refund, return and cancellation procedures. Nothing in this policy is intended to restrict or exclude any rights or remedies available to consumers under applicable Indian laws.